Case Study: HexClad achieves faster, more efficient customer support with Hark

Raising the Bar with Hark HexClad's Black Friday Success

HexClad, a cookware company, sought to improve its customer experience. They partnered with Hark, implementing its customer service platform for video and audio messaging, to address their service challenges.

Hark's solution provided richer customer data and easier communication for agents. This resulted in a 79% improvement in resolution time, a 28% decrease in reply count, a 53% increase in one-touch resolution, and a 77% decrease in ticket reopen rate for HexClad.

HexClad

Michael Ludwig

Head of Customer Service